Nine Win Casino - Player’s withdrawal has been repeatedly cancelled.

Withdrawal cancelled and returned back into my account, this website is a nightmare it’s just automated responses when it comes to withdrawing money. They make you wait 24 hours that has to be a working day for the payment to be accepted then will decline, site says I should get an email telling me what do do after it’s declined but got nothing. I’ve done my research now and read a lot of reviews so have screenshots and screen recorded all of my actions for proof.

Dear Dman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina

This is the first time I’ve tried to make a withdrawal, I have passed verification and I did not activate any bonuses when I got the app it’s not locked as bonus money

cheers, Dman

Now on my 3 try at withdrawing the money, you have to wait 12 hours each time, their solution was to use a different card for withdrawal which would mean I need to deposit more money and also get that card verified so not doing that, their next solution was to log in and log out and try again or use google chrome 😂 obviously this didn’t work as it was the payout being checked by the payment system that failed and timed out.

I’ve read through lots of reviews and figured out the site restricts UK players from playing I’m guessing the most I’ll get of this £1000 winning is my deposited money refunded, Ninewin are paying for advertisement on Facebook under the guise of a fishin frenzy ad in the UK which is strange. Can’t imagine why they’d want players to be able to deposit but not withdraw money 🤔😂

Thank you for your reply, Dman. Do you currently have any pending withdrawals? Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I was contacting them the entire time asking if I was able to withdraw money even though I'm from the UK, I was told yes from multiple staff members and took screenshot of them saying yes. I then tried to contact again and transferred to a higher up who told me to read the terms and conditions and that I had automatically agreed to them by signing up.

What chance have you got if the staff members can just lie to you for a week and make you think you're going to get your money with no problems, only to be told differently after you've spent days trying to get it, Scumbags.



The casino knows exactly what it's doing otherwise they would've made changes to their system, try using their live chat when it comes to Withdrawal issues, you will just be stuck in a loop talking to an AI there is only a few ways you can actually get to speak to a real person. And an email to them is pointless it's just an automated response no matter what you send.

Thank you very much, Dman, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Dman,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino team to see if I can help.

Dear Nine Win Casino,

We kindly request an explanation regarding the non-processing of the player's withdrawal requests. Could you please provide us with further details on this matter?

Hello,

We are sorry to hear that you've encountered this issue and were unable to withdraw your funds.

We've reviewed your account and the error that occurred during the withdrawal process. We'd like to ask you to make a withdrawal request again using a bank transfer. We hope this helps resolve the problem.

Please let us know if you have any other questions or if there is anything else we can assist you with.

Best regards,

Ninewin team.

Are you going to speed up the process of it or make me wait 12 hours before it's been processed for the fifth time

Dear Dman,

We kindly ask you to make your withdrawal request again. Your withdrawal will be reviewed as quickly as possible. Thank you.

Best regards,

Ninewin Team.

Attempting again...

Dear Dman,

We apologize for the inconvenience and delay caused. Could you please try to make a withdrawal again via bank transfer method? Thank you.

Best regards,

Ninewin Team.

That's what I've done every single time... but I'll do it again? This is a joke 🤣😂

Dear Dman,

We are very sorry for the inconvenience caused, we were notified that our team is still working on resolving the withdrawal issue. However, we would like you to receive the funds as soon as possible, so our payment team advised you to try request a withdrawal via an alternative payment method, could you please notify us, if this alternative is possible for you to proceed with?

Best regards,

Ninewin Team.

You can only use an alternative payment method after you deposit more money and I'm not willing to do that if you can't guarantee that I'll be able to withdraw. So no I'm not doing that you will have to find another solution.

The card I'm using the now works fine with any other gambling site.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dman,

Thank you for your patience during this process.

It is very important for us to help you, so we suggest you use any alternative method ( E-wallet, cryptocurrency) that is available to you and request a withdrawal of funds through it. In this case, you do not need to make a deposit using a new method, your withdrawal will be processed.

If you have any other question, please let us know.

Best regards,

Ninewin team.

Dear Ninewin Team,

I was just about to write a response why should the player be required to fill out a wagering of the funds that were already real money?

I'm glad you offered an alternative payment method to disburse the winnigs to the player without any additional wagering requirements.

Dear Dman,

Please let us know which method is more suitable for you and request a withdrawal of funds through it so that the casino team can process the withdrawal.

I have tried to do it through Crypto Currency there but it says "Something went wrong" "there was a system error. Please contact support"...

I will try to use another card but I will be taking photos of all actions I do

Dear Dman,

we kindly ask you to make a withdrawal request via cryptocurrency once again and if the error persists, feel free to reach out to us via email support@ninewin.com , attaching screenshots of the error.

Please don't forget to put "CasinoGuru" in the subject so that we can respond to you promptly.

Best regards,

Ninewin Team.

Dear Dman,

So, let's try it this way. I'll keep my fingers crossed that it will finally work.

But they've just said I don't need to deposit? How much do I need to deposit Ninewin

Dear all,

we are pleased to inform you that the withdrawal of the disputed amount was successfully paid.

If you have any other question, feel free to reach out to us.

Best regards,

Ninewin Team.

Dear Dman,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Dman,

Can you please confirm that you have successfully received your winnings, as mentioned above, by the Ninewin Team?

Yeah I got it

Dear Dman,

Thank you for the confirmation. Despite the time it took, we are pleased that we were able to come to a satisfactory conclusion for the player, and that they have received their winnings. Since the complainant has confirmed the receipt of the funds, we consider this complaint to be resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru